Adhavan A
Erode
Summary
Accomplished Technical Customer Support Associate with a proven track record at Amazon Web Services, specializing in cloud computing and customer engagement. Excelled in identifying system improvements, driving support process enhancements, and mentoring team members. Demonstrated expertise in technical support and problem-solving, ensuring high customer satisfaction and efficient resolution of complex issues.
Overview
6
6
years of professional experience
Work History
Technical Customer Support Associate
Amazon Web Services
Bangalore
07.2022 - Current
- Provided technical support to customers on cloud-based applications and products.
- Acted as an escalation point for more complex problems encountered by junior engineers working on customer issues.
- Identified areas for improvement in existing systems and developed strategies for implementation of new technologies.
- Drove projects that improved support-related processes that benefit both customers and employees.
- Monitored and evaluated mentees' progress, providing feedback and guidance to ensure success.
- Identified and rectified bugs in several AWS services by working with developers, and documented the errors and defects.
Resolution Specialist
Amazon
Coimbatore
02.2020 - 06.2022
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Provided timely responses to customer emails and phone calls.
- Responded to escalated customer issues promptly.
- Coordinated with internal departments to ensure quality service delivery.
- Investigated complex cases that require additional research or escalation to higher level support staff members.
Customer Service Representative
Amazon
Coimbatore
09.2018 - 01.2022
- Provided excellent customer service to resolve customer complaints in a timely manner over all communication mediums, such as emails, chats, and phones.
- Supported national and global customers to resolve pre- and post-sale queries.
- Skilled in various domains (OU) like Amazon.in, Amazon.com, and Amazon.com.au.
- Assisted customers with product selection, ordering, billing, returns, and exchanges.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Bachelor of Engineering - Computer Science and Engineering
Coimbatore Institute of Technology
Coimbatore05-2018
Skills
- Cloud computing
- Customer engagement
- Root-cause analysis
- Technical support
- Problem-solving
- Verbal and written communication
- New hire training
- Microsoft Excel
Affiliations
Amazon Web Services | Rectification of Retained Automated Backups bug
- Identified and worked with developer teams to fix a bug in AWS console (global implementation) which prevented users from terminating their Retained Automated Backups in RDS service.
Amazon Web Services | Rectification of Console error : AWS ChatBot
- Identified and worked with developers to rectify a console error (global implementation) in the service quota console which mistakenly allowed customers to request a limit increase for the AWS ChatBot service, where the limit cannot be adjusted.
Internal Knowledge centre content updation
- Updated several internal SOP's, Documentations and Knowledge centre contents which were outdated.
Beta Testing - Internal project
- Worked as a beta tester in an internal project for implementation of a support case handling workflow which saved case handling time and granted faster delivery of results to customer queries.
Languages
Tamil
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Technical Customer Support Associate
Amazon Web Services
07.2022 - Current
Resolution Specialist
Amazon
02.2020 - 06.2022
Customer Service Representative
Amazon
09.2018 - 01.2022
Bachelor of Engineering - Computer Science and Engineering
Coimbatore Institute of Technology
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